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Ensure your agents are aware of how easy it is to sound patronising especially when dealing with technical information or gathering data. For example asking someone to check their main lead is connected and saying something like “the cable that goes from the back of the TV to the wall socket – is it plugged in?” or saying to a credit card holder “Can I take your card number – it’s the big number in the middle of your card that goes from one side to the other”. Have your agents trained so that if a customer says “which cable is that?” or, in the case of the credit card number “which number is my card number?” then have your agents explain what/where this is.